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Shell Broadband expensive, poor connection, poor customer service

“…expensive, poor connection, poor customer service, expensive termination of contract, unreliable – very much not recommended…”

Shell Energy Broadband Reviews recently posted on

Reviewer Rulza Sa: Location Leeds: Date 2023-05-22


Currys PC World sold me Shell’s broadband package on 29/04/23.
I had a confirmation email from Shell that my Internet service will go live on 17/05/23. They sent me the router on 13/05/23 but they didn’t send the optical network terminal (ONT) neither booked an engineer to set up the router.
I’ve contacted their customer service on 15/05/23 (23mins) call to inform them that they still need to send the ONT and booked an engineer. The staff I’ve spoken to guarantee me that somebody will ring for this matter…. nobody rang.

On 17/05/23 I rang 5 times to their customer service, I’ve been transferred from different department each time I rang and ended up spending in total 2hrs 29mins on the phone repeatedly explaining that I had no service because they missed to send the ONT and engineer to set up the service. Later that day, they sent me an estimated bill of £51.00 to pay by direct debit.

On 18/05/23 I rang again several times without any information to when they expect to send the engineer or why they didn’t send it in the first place. After being so tired of repeating myself, I decided to cancel their non existing service at 11:51 on the same date for the sake of my time and sanity.

On 22/05/23 I had a call from their loyalty department (I think) asking me if I was enjoying the service. On the same date I received an email from support+id19147458@serl.zendesk.comcancellation with the below information:
“As you’re ending your contract within your minimum period, you’ll receive an early termination charge. We estimate this to be £321.92 and will be included in your final bill”


Reviewer Jake: Location Bournemouth: Date 2023-05-22


expensive, poor connection, poor customer service, expensive termination of contract, unreliable – very much not recommended

Reviewer J sutherland: Location Glasgow: Date 2023-05-20


Would not have given a star, not very good company do not care about their loyal customers only the money they can get even though you contact them about being in hospital for 4 weeks they still want to charge you for services you do not get to use

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